[ELM] Learning Success Consultant

JOB OVERVIEW

The Learning Success Consultant helps customers achieve value from eLearningMinds’ Learning Technology solutions after onboarding and implementation, especially for more strategic and complex accounts.

This role focuses on understanding customer goals, driving adoption, aligning stakeholders, and supporting long-term success through business reviews, risk identification, and close coordination with internal teams.

It is a post-sale, consultative role and is not the main owner of renewals, pricing, or quotes. Commercial renewal ownership remains with the relevant Sales Representative and/or Renewal Executive.

KEY RESPONSIBILITIES AND DUTIES

1. Customer Goal Alignment & Success Planning 

Lead post-onboarding customer conversations to understand what the client is trying to achieve, validate desired business outcomes, and translate them into a clear success plan with milestones, stakeholder roles, and review cadence.  

2. Adoption, Governance & Business Review Cadence 

Own the ongoing customer success motion after handover from implementation by establishing monthly working cadence, executive reviews / QBRs, and structured follow-up that keeps customers engaged and progressing toward their goals. 

3. Value Realisation & Risk Management 

Monitor customer progress, identify adoption gaps, usage risks, stakeholder issues, or business blockers early, and work proactively with customers and internal teams to address them before they impact value, satisfaction, or renewal readiness.  

4. Cross-Functional Solution Coordination 

Act as the customer-facing orchestrator for post-sale success by coordinating with Sales, Renewal Executive, Product / Technical, Delivery, Content / Service teams, and Support to ensure customer needs are addressed through the right internal expertise.

5. Expansion Signal Discovery & Commercial Handover 

Surface cross-sell, upsell, service, or content needs through consultative discovery and structured account reviews, then hand over qualified opportunities and business context to the relevant Sales Representative or Renewal Executive for commercial follow-up.  

6. Customer Insight, Documentation & Continuous Improvement 

Maintain clear account notes, success plans, meeting summaries, health observations, and customer insight logs. Contribute customer voice and usage insights to improve internal playbooks, campaigns, service readiness, and product positioning over time.

CORE COMPETENCIES REQUIRED

1. Consultative Discovery & Outcome Framing  

Able to ask strong business-focused questions, uncover real customer goals and blockers, and translate discussions into measurable outcomes, priorities, and success plans.

2. Executive Communication & Facilitation  

Able to lead structured customer meetings, align stakeholders with different priorities, manage expectations professionally, and communicate with clarity and confidence.  

3. Customer Adoption & Value Realisation  

Understands how to drive post-go-live engagement, governance cadence, and behaviour change so that customers adopt solutions meaningfully and achieve intended outcomes.  

4. Cross-Functional Collaboration & Orchestration  

Works effectively across Sales, Renewal, Product / Tech, Delivery, Support, and Services teams to move customer priorities forward without losing ownership of the customer conversation. 

5. Commercial Awareness & Expansion Sensitivity  

Understands how value realisation connects to retention and growth, and can identify expansion signals and renewal risks early, while partnering appropriately with commercial owners.  

QUALIFICATIONS OR REQUIREMENTS

 Required:  

• Diploma or Degree in Business, Education, Learning & Development, HR, Communications, Consulting, or related field.   
• 3–5 years of experience in a customer-facing consultative role such as Customer Success, Account Management, Learning Consulting, Solution Consulting, Client Services, or Project / Program Consulting.   
• Experience working with business stakeholders to define goals, run structured review meetings, and coordinate follow-up actions across multiple parties.   
• Strong facilitation, presentation, and stakeholder management skills.   
• Strong written and spoken English; Bahasa Malaysia is an advantage.   
• Comfortable working in a fast-paced, multi-solution, multi-stakeholder environment.   

Preferred:  

• Experience working with LMS, digital learning, learning technology, HR tech, SaaS, training solutions, or consulting-led service environments.   
• Experience supporting enterprise or mid-market customer accounts with multiple stakeholders.  
• Familiarity with CRM, customer account documentation, usage / health tracking, and business review preparation.   
• Exposure to post-sale customer lifecycle management, including adoption, governance cadence, and value review.   
• Experience identifying service or solution expansion opportunities through consultative customer conversations.   

Added Advantage:  

• Experience in L&D consulting, digital learning transformation, blended learning projects, or enterprise enablement programs.   
• Experience in reseller, distributor, or partner-led solution environments where commercial ownership and delivery ownership are split across teams.